Responsible for providing exceptional service and unforgettable experiences to VIP Tour Guests by conducting tours inside the theme park. Tour Guides must have the ability to set overall tour expectations, troubleshoot and resolve Guest situations if they arise, and exceed overall tour expectations. Tour Guides must always maintain a professional and positive atmosphere. Tour Guides must retain in-depth knowledge of the entire resort and its attractions. May work Tour Support shifts that provide support to Tour Guides conducting tours in the theme park. As part of Tours & Event Operations, VIP Tour Guides will also be trained as Event Guides and scheduled as needed.
MAJOR RESPONSIBILITIES： VIP Tour Guide: Fulfills Guest inquires by utilizing in-depth knowledge of Universal Beijing Resort. Performs concierge duties to provide the ultimate Guest experience in an enthusiastic, friendly and outgoing manner. Resolves and eases sensitive Guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and resolve concerns and/or to plan VIP Tours of the theme park. Documents all concerns and/or VIP Tour summaries appropriately and completely. Must make appropriate tour adjustments as needed if the following circumstances arise: Long queues, crowd control, inclement weather, height restrictions, inoperable attractions, etc. Communicates the appropriate accommodations for Guests with disabilities in accordance with Resort guidelines. Determines and provides appropriate level of Guest recovery and compensation for all Guest situations. Provides additional service to Guests, such as making dining recommendations/reservations or running miscellaneous errands if needed. VIP Tour Support: Provides friendly and efficient assistance to internal partners contacting the VIP Experience Team. Fulfills assigned administrative tasks that support the execution of a VIP Tour. Responds to VIP Experience Guest and internal client inquires complaints, and other correspondence via telephone, email, letter, fax, and in-person. Modify tour details based on guest/client’s request. Is proactive with troubleshooting all issues presented and effectively communicates/escalates internally to accelerate solutions. Processes, investigates and resolves ticket and tour entitlement issues if they arise. Use knowledge of ticket and product types to assist the VIP Tours operation with check-in of Tours. Demonstrates proficiency using the ticketing system technology and product knowledge. Effectively communicates pertinent communication to VIP Tour Guides as instructed by leadership. Practices proper cash handling procedures and maintains constant surveillance of cash drawer and Tour inventory to ensure accuracy. Coordinate daily operation of tour schedules, Executive Office requests and VIP Tour inventory needs. Contacts Guests with existing reservations to ensure overall preparedness for their upcoming tour. Assist with VIP Tour check-in process and assistance when needed. Supports daily operation by printing daily tour paperwork including printing tickets and vouchers, inputting and communicating tour details from various client groups. Performs duties of an Event Guide when scheduled. Greets VIP Tour Guests at locations outside of UBR Property and escorts them on property if needed. Escort and/or accompany UBR special Guests (Company Executives, celebrities, dignitaries, etc.) throughout the entire Resort or off property as requested. Understand and actively participate in Environmental, Health & Safety responsibilities by following established Universal Beijing Resort policies, procedures, training and team member involvement activities. Perform other duties as assigned.
QUALIFICATIONS: Exceptional Guest/Customer Service Skills Interpersonal Skills & Team Oriented Ability to Learn, Demonstrate and Communicate Extensive Knowledge of the Resort Ability to Think Outside the Box and Resolve Unexpected Problems if they Arise Organizational Skills Familiar with Microsoft Office (Tour Support Role) Data Entry Procedures & Filing Records Effective Problem-Solving Skills Must be willing to work in all weather conditions (rain, snow, hot temperature, cold temperature, etc.). Must be available to work on weekends and Public Holidays if needed. Working hours will vary depending on Special Events. Consistent attendance is a job requirement. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. EXPERIENCE: 2-5 years previous Guest Service/Customer Service experience in Hospitality Industry preferred; or equivalent combination of education and experience.
Junior High School Degree or higher.